Chapter 10
Listen, or This Won’t Work
Jeremy was excited about his opportunity to make a difference. His new job involved a transfer to a wonderful city in the Southwest where he would serve as a process improvement specialist, analyzing projects and tasks, and making recommendations for increased efficiency.
Unfortunately, Jeremy found it odd that whenever he asked anyone for input on how to improve a project, all he got was an uncomfortable pause, usually followed by “I don’t know.”
The reason for this became clear at a staff meeting his second month on the job. The plant manager asked if anyone had thoughts on a particular capital improvement project. After a long silence, Jeremy offered a recommendation for how to shave a few days off the ...

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